Implementing change in large organizations is always a challenge, and the City of Copenhagen, with its 45,000 employees, is no exception. Three years ago, we embarked on a journey to implement a central enterprise service management portal using ServiceNow HR Service Delivery. Our objective was to improve the employee experience.

Efficient and productive customer service representatives are a baseline, not a gold standard. A recent Aberdeen report reveals that forward-thinking customer service organizations have developed strategies to directly benefit customers by making engaging with brands more convenient. These companies understand that effortless service experiences create a competitive advantage.

Zoom Video Communications, Inc. and ServiceNow today announced a commitment to each other’s technology solutions to make work-anywhere experiences work even better. With the ongoing pandemic and shelter in place orders Zoom’s usage rocketed to 300 million daily meeting participants in April 2020. Zoom deployed ServiceNow’s Customer Service Management (CSM) to scale its customer service operations and enable critical communications capabilities for its global community.

CareAR announces the availability of its ServiceNow integration, providing an innovative industry solution seamlessly extending enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience.

We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.

Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.

Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team. As part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.